How we process suggestions and complaints

If you have any questions, suggestions or criticisms about our service or products, please contact us.

When sending the letter, please add:

• your given name and surname. If you are a representative of a company, the name of the company;
• your personal identification code or date of birth. If you are a representative of a company, the registry code of the company;
• your contact details;
• the content of the proposal or complaint;
• your preferred way for us to get back to you. Please note that we can only send general information by email.

We will respond to your complaint in writing or in any other format you request as soon as possible, but no later than one (1) month.

We will respond to complaints about the performance of a payment order within 15 working days of receiving the complaint, at the latest. If the complaint is more complex and requires additional information and the involvement of other bank specialists, we will contact you in writing or by phone, let you know why we have not responded to the complaint, and when we will contact you again.

We will forward suggestions and complaints concerning the insurance services offered by Citadele to the insurer for a response within five (5) working days, at the latest.

If you are not satisfied with our answer, you can contact the Consumer Protection and Technical Supervision Authority (Sõle 23a, 10614 Tallinn, phone: 667 2000, email: info@ttja.ee, website: www.ttja.ee) or the Finantsinspektsioon (Sakala 4, Tallinn 15030; phone: 668 0500, email: info@fi.ee, website: www.fi.ee).

You can submit a complaint to the Consumer Disputes Committee of the Consumer Protection and Technical Supervision Authority via the dispute resolution self-service at https://komisjon.ee/et/avalduse-esitamine/. You can read more about the rules of procedure for the Committee’s application at https://komisjon.ee/.

For disputes arising from online contracts, you can also submit a complaint via the Online Dispute Resolution platform at https://ec.europa.eu/odr.

You can also contact the insurance conciliation body at the Estonian Insurance Association (Mustamäe tee 46, Tallinn 10621, www.lkf.ee) to resolve insurance-related disputes. For more information on the insurance conciliation body and the rules of procedure for conciliation, and to fill in the application form, please visit www.lkf.ee.

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